Job Description

About Us:

We’re a fast-growing tech advisory and white-glove service firm that brokers phone, internet, and TV solutions specifically for nursing homes and healthcare facilities. Our mission? To simplify telecom for the people who need it most. We're looking for a hands-on, systems-driven leader to oversee two crucial teams and ensure our client delivery is seamless from contract to install and beyond.

Job Overview:

We are seeking a proactive and organized Technical Support Supervisor to join our team. This entry-level management role is ideal for someone with a strong interest in technical operations, customer service, and team leadership. You’ll oversee a team of support agents and ensure high-quality service delivery across all support tickets.

Key Responsibilities:

• Monitor the technical support ticket queue to ensure timely responses and resolutions
• Ensure agents are actively working on tickets and documenting notes thoroughly
• Follow up on open tickets to confirm customers receive consistent communication
• Guide and coach support agents to improve technical accuracy and customer service
• Help prioritize urgent or high-impact issues for escalation
• Report on team performance and ticket trends to upper management
• Collaborate with engineering or field teams as needed to resolve complex issues
• Serve as an escalation point for technicians on high-level issues
• Maintain high standards of service in supporting Internet, VoIP phone systems, and TV setups in medical facilities

Qualifications:

• 1+ years in a customer support or technical helpdesk environment (preferred)
• Strong communication and organizational skills
• Comfortable managing multiple priorities in a fast-paced environment
• Basic understanding of Internet, networking, or VoIP technologies (a plus)
• Leadership experience (even informal) is a plus but not required
• Ability to work with ticketing systems

Why Join Us?

• Opportunity to lead and grow within a fast-paced tech support team
• Make a real impact in healthcare by ensuring critical systems stay online
• Supportive environment with mentorship and hands-on learning

Skills Required

Experience Required

1-2 years